Teknologji Informacioni (IT)Gjithë Kosovën1 javë më parëFull Time
TP, the world’s largest customer service company, is hiring for its subsidiary TP Infinity for the role of Senior Implementation Consultant (m/f/d).
This position offers the chance to become part of a prominent international consultancy and support major customer experience transformation initiatives across Europe and the Middle East. Within TP Infinity, the selected candidate will work alongside seasoned consultants, solution architects, and industry specialists to deliver advanced customer engagement solutions for global clients.
What You’ll Be Doing
- Set up and deliver solutions related to customer engagement, case management, email, AI, agent desktop, and reporting.
- Oversee queues, routing logic, escalations, workflows, automation, and service setup.
- Build automation processes through rule builders, triggers, macros, and workflow tools.
- Get environments ready for demonstrations, usability testing, and user acceptance testing (UAT).
- Resolve configuration-related problems and work closely with solution architects to improve platform design.
- Produce and update detailed configuration documents and version control records.
- Coordinate with integration and development teams to confirm data flows and overall system performance.
- Assist with go-live phases, post-implementation activities, and ongoing improvement efforts.
- Take part in platform upgrade initiatives and operational efficiency projects.
What We Are Looking For
- 2–5 years of background in implementing and configuring enterprise SaaS solutions.
- Solid understanding of customer service operations, case management, moderation workflows, and tools that improve agent productivity.
- Experience in high-volume customer support or digital engagement settings.
- Strong analytical thinking, troubleshooting ability, and problem-solving skills.
- Excellent skills in documentation and organization.
- Very good command of English; German is viewed as a major advantage.
Technical Expertise
- Background in setting up workflow automation, routing scenarios, queues, and assignment rules.
- Strong understanding of case management procedures, field mapping, status changes, and escalation workflows.
- Knowledge of email management platforms, threading logic, automatic replies, and message routing.
- Experience with configuring AI-driven capabilities, suggestions, prompt libraries, and content governance options.
- Familiarity with JSON, API logs, and browser developer tools.
- Ability to create dashboards, KPI reporting structures, and SLA monitoring solutions.
- Understanding of content moderation workflows and escalation handling.
- Experience in supporting enterprise-scale digital engagement platforms.
Personal Skills
- Strong sense of responsibility and careful attention to detail.
- Very good communication and teamwork abilities.
- Organized and solution-focused way of thinking.
- Capacity to work successfully in cross-functional and international teams.
- Flexibility and readiness to learn new technologies.
- Customer-oriented mindset with dedication to delivering quality results.
Why Join?
- Be involved in innovative international projects focused on customer experience transformation.
- Work with a team of experienced consultants, architects, and sector specialists.
- Benefit from significant responsibility and professional independence.
- Join a cooperative workplace with flat hierarchies and fast decision-making.
- Receive competitive compensation and appealing employee benefits.
- Access continuous learning and career growth opportunities within a global organization.